Product Support Representative

Job Title: Product Support Representative

Location: Vernon Hills

Department: Customer Service

Reports To: Manager, Product Support Group

Direct Reports/Manages others: No

Hybrid Schedule: Our hybrid work environment includes two (2) remote days/week.

Rust-Oleum Corporation is a worldwide leader in protective paints and coatings for both home and industry. We offer a wide range of products including decorative fashion paints, durable industrial roof repair coatings and, of course, our famous rust-fighting formula that started it all.

JOB PURPOSE:

As our Product Support Representative, each challenge we encounter is a little different. You will be responsible for discussing product information with customers, as well as assess customer complaints and determine causes.

RESPONSIBILITIES:

• Communicate with customers by telephone, email, chat or social media channels to provide information about proper selection of products and their use, and to help resolve consumer complaints.

• Utilize product documentation as well as received training to support consumers across a wide assortment of products.

• Documentation of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

• Obtain and examine all relevant information to assess validity of complaints and to determine possible causes.

• Collaborate with other departments in the organization on the investigation and documentation of reported complaints.

REQUIREMENTS:

• 3+ years experience in customer service, in a call center environment

• Ability to incorporate technical knowledge, customer requirements, policy guidelines and situational information to resolve customer issues

• Outstanding listening and communication skills

• Demonstrated ability to successfully 'think on your feet' - to analyze information received and quickly process it to determine what would be the appropriate next step in terms of additional information needed, appropriate resolution, or referral as beyond scope

• Technical adaptability; should have the ability to learn new software, systems, etc. easily

• Flexible scheduling to accommodate for proper coverage to meet our customers' needs

• Gains personal satisfaction from helping others; possesses a strong customer focus

From big benefits to small, we take care of our associates! After 30 days of employment, you will be eligible for a benefits package that includes medical, dental, life, disability and business travel insurance, flexible spending accounts, EAP, stock purchases and vacation/sick days/parental leave. We also offer a 401(k) plan after three months of employment. Associates are vested in the RPM Pension plan after completing five years of service. Rust-Oleum offers 9 paid holidays and one floating holiday per year. You are also eligible to earn three weeks of vacation on an annualized basis.

Rust-Oleum is an equal opportunity employer. Employment selection and related decisions are made without regard to sex, race, age, disability, religion, national origin, color, or any other protected class.